Senior Service Desk AnalystHybrid

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Esri Australia you will work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

About the Role  

We're looking for a proactive and collaborative team player to step into a key role within our IT support team. As the Senior Service Desk Analyst, you’ll act as the go-to escalation point for the Service Desk and help ensure the team stays aligned with business priorities. You'll play a hands-on role in delivering excellent support, guiding others, and helping drive continuous improvement across the function.

Here’s what a typical day will look like:

• Act as the main escalation point for technical issues, customer complaints, and SLA risks within the Service Desk team.
• Oversee daily team priorities to ensure SLAs are met and governance processes are followed.
• Triage and allocate service desk requests appropriately, ensuring accurate categorisation and timely resolution.
• Lead onboarding and training of new team members to maintain high service standards.
• Drive continuous improvement through ITIL-aligned practices, SOP reviews, and process optimisation.
• Coordinate vendor requests, hardware procurement, and support seamless user onboarding.
• Support cybersecurity and ISMS audit tasks, ensuring compliance and timely completion.

About You  

To be successful you will need to bring along: 

• Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc).
• Excellent customer service, interpersonal, and communication skills — able to support users across all levels with varying technical knowledge.
• Proven troubleshooting, fault diagnosis, and problem-solving ability.
• Hands-on experience with Microsoft 365 applications (Teams, SharePoint, Office Suite) and a strong interest in IT systems, hardware, and Microsoft services.
• Familiarity with ITSM tools and ITIL-aligned service desk principles (ITIL 4 Foundations certification highly regarded).
• Strong attention to detail, follow-through, and ability to prioritise tasks in a dynamic environment.
• Demonstrated commitment to continuous learning and contributing to a positive, collaborative team environment.
• You must hold current permanent and full-time working rights in Australia.
• Attitude and behaviour align with Esri Australia's core values.
• Please note you need to obtain satisfactory AFP National Police Check certificate pre-employment

Discover how our values shape our impact, your journey begins with one click here: Our people. 

For further details or if you have any questions, please contact our Talent Acquisition team on 1300 635 196 or by mail at careers@esriaustralia.com.au. 

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.